Support & Maintenance

Phillipson Kennedy takes supporting our customers seriously.  A key component of all our services is timely and effective support, combined with a culture of preventative maintenance.

 

Preventative Maintenance

All our contract support customers benefit from regular preventative maintenance work which ensures that their systems remain healthy and perform at their best.  Weeding out problems early, and alterting our customers to future concerns helps reduce downtime and decrease reactive troubleshooting.

 

Proactive Monitoring

We monitor our clients systems to ensure that they are being properly backed up, that antivirus and firewalls are working properly, and that their internet connections are both working and available.

 

Timely Support

During our working hours (8am to 6pm Monday to Friday), you'll always get to speak to a human being at our offices.  Our support helpline is permanently manned by skilled engineers who are ready to help with a wide variety of problems either over the phone or by providing remote support via the Internet.  We offer 4-hour service level agreements and acheive even better, with an average 80% of support issues resolved within the first half-hour.  If you need us on-site, that's no problem either; we have eight technical staff spread between our offices in Dorking, London and Sevenoaks, so we're always close to hand.

 

Flexible Contracts

Our support contract provide great flexibility.  Working in much the same way as a mobile phone contract, our customers purchase a block of time (from two hours per month upwards), from which we deduct time spent in 15-minute blocks.  Any unused hours are carried over to the next month (maximum carry-over is one month's hours purchased hours) and time can be used for any support requirement, on any computer.  A contract grants the customer significant benefits over 'time & materials" support - you get a 4-hour service level agreement, proactive monitoring & maintenance, and fully itemised monthly statements of time spent.

 

24/7 Support Contracts

In addition to our standard contract, we also provide a 24/7 contract covering every day (and night) except Christmas Day & New Year's Day.  Our 24-hour on-call engineer can be contacted via a special number and is ready to assist at any time of day or night.  Contact us for more details and pricing.